HP rescinds European support call strategy due to "feedback."

EDIT: This happened back in 2025. Will leave as I’m sure I’m not the only one that didn’t know, but I saw it on hacker news and didn’t realize it was a year old. My bad.

In an odd approach to trying to improve customer tech support, HP allegedly implemented mandatory, 15-minute wait times for people calling the vendor for help with their computers and printers in certain geographies.

Callers from the United Kingdom, France, Germany, Ireland, and Italy were met with the forced holding periods, The Register reported on Thursday. The publication cited internal communications it saw from February 18 that reportedly said the wait times aimed to “influence customers to increase their adoption of digital self-solve, as a faster way to address their support question. This involves inserting a message of high call volumes, to expect a delay in connecting to an agent and offering digital self-solve solutions as an alternative.”

  • TunaLobster@lemmy.worldEnglish
    15·
    16 hours ago

    Years ago I called them to get an RMA on a scanner that had a fingerprint on the INSIDE side of the glass. They wanted me to disassemble it and charge me $70 for the knowledge on how to do so. Fuck HP.

    Their sales reps that hang out at Microcenter would actually not stop talking to me. I literally walked past them and wouldn’t make eye contact. They followed me through the whole section. It wasn’t until I approached an actual MC employee and said, “I will never buy an HP product. Can you help me?” The HP guy still followed us while I bought another printer! Fuck HP.